Cannot sign into 1Password accounts

Final update

## **Incident Postmortem - Sign-in Service Degradation** * **Date of Incident:** 2025-08-05 * **Time of Incident \(UTC\):** 20:20 - 21:20 * **Service\(s\) Affected:** Sign-in, Web Application, Command Line Interface \(CLI\), Single Sign On \(SSO\), API’s * **Impact Duration:** 1 hour ### **Summary** On August 5, 2025, 1Password experienced a service degradation that impacted customers' ability to sign in and access the web application. The incident was triggered during a planned architectural improvement when a misconfigured rollback attempt caused an overload of traffic and a subsequent database connection bottleneck. The issue was resolved by correcting the misconfiguration and restarting the web application servers, fully restoring service. ### **Impact on Customers** During the service disruption, some customers experienced degraded performance when accessing their 1Password vaults and signing in. * **Sign-in Issues**: Customers may have experienced sign-in slowness or timeouts. * **Error Messages**: Customers may have seen error messages when attempting to sign in, such as "Can't sign in", "Failed to determine sign in methods for email", or "Upstream connect error". * **Vault

1. Postmortem · Aug 11, 17:37 UTC
   ## **Incident Postmortem - Sign-in Service Degradation** * **Date of Incident:** 2025-08-05 * **Time of Incident \(UTC\):** 20:20 - 21:20 * **Service\(s\) Affected:** Sign-in, Web Application, Command Line Interface \(CLI\), Single Sign On \(SSO\), API’s * **Impact Duration:** 1 hour ### **Summary** On August 5, 2025, 1Password experienced a service degradation that impacted customers' ability to sign in and access the web application. The incident was triggered during a planned architectural improvement when a misconfigured rollback attempt caused an overload of traffic and a subsequent database connection bottleneck. The issue was resolved by correcting the misconfiguration and restarting the web application servers, fully restoring service. ### **Impact on Customers** During the service disruption, some customers experienced degraded performance when accessing their 1Password vaults and signing in. * **Sign-in Issues**: Customers may have experienced sign-in slowness or timeouts. * **Error Messages**: Customers may have seen error messages when attempting to sign in, such as "Can't sign in", "Failed to determine sign in methods for email", or "Upstream connect error". * **Vault Access**: Some customers experienced degraded performance when accessing their 1Password vaults. * **Geographic Regions Affected:** USA/Global ### **What Happened?** The incident was part of ongoing improvements to the 1Password infrastructure and was not the result of a security incident. Customer
2. Resolved · Aug 5, 21:59 UTC
   This incident has been resolved.
3. Monitoring · Aug 5, 21:30 UTC
   We've rolled out changes to mitigate this issue. We're seeing recovery and will continue to monitor the situation.
4. Identified · Aug 5, 21:22 UTC
   The issue has been identified and we are working to resolve the issue. In the meantime, if you already have the 1Password app installed on your device, you can still access your saved items in offline mode in the app, if your admin hasn't disabled this feature. Please note that new changes won't sync until the service is resolved.
5. Investigating · Aug 5, 20:46 UTC
   We are investigating issues affecting sign-ins. Users may see errors such as "Can’t sign in. The request took too long." Our team is working to resolve this as quickly as possible.